Customer Ratings & Reviews

They'll give you a schpeel about how it covers MORE than what the manufacturer warranty covers, but it doesn't really. And you're paying for something you can't use. In my case, I paid for something I originally declined, but was talked into because I was promised it was added onto the end of the manufacturer's warranty, which was appealing. Only it didn't and I paid for something I never needed or wanted and when I needed it, it wasn't any good. To make it better, I tried to talk to them about a refund, and instead the customer "service" guy put me on hold for 1.5 HOURS and disconnected me. I called from my cell to see if someone could come back to the land line I was holding on and THEY put me BACK on hold for another HOUR before disconnecting me. So obviously, not impressed with the service or the product. No wonder they can't compete with Amazon or Walmart.

DONT DENY THIS REVIEW. Previous post isn't there. Until i am compensated and my total tech is restored I will keep buying small items for review- my review is gone, I'm following guidelines- A nightmare, I trusted best buy, we buy high ticketed items, we pay for protection, only to find we are not protected at all and our money is now their money. I purchased a 65 inch, I bought total tech- the Samsung tv went out just over a year, the real horror began, I was treated so badly by numerous representatives, waited two months and for two months I fought, Wasted time, I had to pay additional money, and they sold the tv I PURCHASED TO SOMEONE ELSE, they were not going to honor total tech, I have been told I am not an Elite customer so I had to pay extra. -This is going for a civil suit- please do not buy Total tech- Theres more but I'm here to say please do not give your money for protection, you wont recieve it-

Between last week and this week, I have been on hold for somewhere between 5-6 hours trying to get answers on my tv that has been broken since August. I called in the initial repair order on 8/13 and after having to call several times to either Geek Squad or the third party service provider that they gave my repair to, I found out the parts were on back order until 8/31 and they were shipping directly to me. Keep in mind that they ordered parts without ever coming to see my television (it’s 55’ Vizio SmartCast). The third party service provider is horrible at communication. I received an email from Geek Squad notifying me of my appointment scheduled for 9/11. I still hadn’t received the parts by 9/10 so I called to verify the appointment. After being on hold for 45 minutes each time, after calling back several times because I just couldn’t understand why I was on hold for so long, I was finally told that the policy is that if my tv isn’t fixed in 30 days, they would exchange for a new one. The parts were scheduled to arrive on 9/15. I was told that I needed to call back on 9/13 to file the claim since that was the 30 day mark. When I had called on 9/13, the Special Forces employee that I spoke to said he had filed the claim and I would hear from someone in 5-7 days. Then, magically, the parts arrived on 9/13, a SUNDAY! I called back today and after waiting 2 hours for someone to answer the phone, I was told that the parts arrived in 30 days so they would not exchange the tv. This doesn’t make sense to me since the policy is that if it is not FIXED in 30 days, it would be replaced. Now they are back tracking and saying since the parts arrived, they would repair, not replace. The protection plan is a joke.

It is sad that after 10 years, The Geek Squad is no longer what it used to be. I used to love working with them. Now there are massive hold times- they warned me over and over there were 2-3 hour waits. It was almost as if they did not want to assist and were hoping to scare me away. When they finally connected to remote into my computer, they failed to resolve the issues not only once, but twice. The agent had me sitting at my computer for 2 hours to assist then told me he needed to check something and would be right back. He never came back after two more hours I finally disconnected and tried a new agent with zero results. I waited that long because they repeated over and over the hold times were long and I was afraid of losing my spot! It appears all the agents are from a foreign country and did not really understand what I was saying in our chats. It would be nice to have agents who speak English as their first language in order to serve the clients better. I have now contracted with a locally based IT support company who fixed my issues in about 45 minutes.

I will no longer shop at best buy for any technological need, cpu, phone, tablet, or television. As they specifically lie about your warranty coverage. I purchased a 5yr additional coverge warranty and asked at time of purchase if accidental damage would be covered such as a screen crack in moving the tv from one point to another. I was told it would be covered and if it could not be repaired it would be replaced. Not So. the very thing happened, tv screen was cracked during moving from a table top to a wall mount and after calling and speaking again with an agent i was told accidental damage was covered. Set appointment (which was 2 1/2 weeks from incident) for tech to look at. Day of appointment today 11/23/2022 tech calls and says i see your screen is cracked, that is not covered and instead of wasting trip to see he would not be out. So apparently they hook you for the warranty to increase the store profits and cover only what manufacturer would cover just for additional time after manufacturer warranty expires which is also a hose job because you lose a year of coverage because it starts at time of purchase when Manufacturer covers at least the first year. Im sorry but will never shop Best Buy again.

Useless, LG wont fix tv under manufacturer warranty, and geek squad wont do anything because its still under warranty. Whats the point of spending 120 for geek squad

Had to use my warranty three times for my 4K Vizio TV. I'm very cautious and careful with my things especially if they're expensive. So it angered me to see that the Geek Squad techs scratched up the back panel of my TV near the screw holes. Forgave that since it's the back of the TV. Whatever. Then I needed another repair for a flickering issue. The agent and tech sent for diagnosis and repair this time where great and careful. But when I needed a third repair, the agent sent for diagnosis HIT my TV to "check for loose cables". He struck it three times on the top of the TV. Probably became angry after I told him I wanted a TV replacement cuz the second agent said I would qualify if I needed a third repair. Told him to leave my house. He said he would call back later to see if a TV replacement was approved. Never called and come to find out he set up an appointment for repair without informing me and the number I called the guy told me no TV would be replaced. Spent hours trying to place a complaint on this guy named ARBEN and it was a hassle on itself. Then the appointment he set up was impossible to cancel. They never came but to this day I get reminders through email to reschedule my appointment which I'm not going to. From now on I'm not buying any warranties unless I'm guaranteed a replacement instead of repair. Bought an Xbox One X a few weeks ago and rejected a warranty. Now if something breaks, I'd rather buy new than deal with the headache Geek Squad provides.

Wasted money on this no one is taking care. my tv was broken they said the manufacturing warranty need to end then only geek squad can covers

They will find every loop hole to NOT fulfill a protection plan. An order packing mistake on THEIR side and then being refused a working replacement is beyond frustrating.

They really give you the run around when you actually need service . Should be illegal !

I purchased Geek Squad for my replacement TV for $19.99 after the Best Buy branded full motion TV mount failed on my TV sending it crashing to the ground four feet below. They said the damaged TV returned to them was the one they had sent as a replacement. Literally, the serial numbers are printed on the boxes and in barcode form!!! If they would check the serial numbers, they could see that the tv sent to them was damaged, and it shouldn't have removed the geek squad I purchased... I gave them the broken tv and I fear that the mount will fail some day and they removed my geek squad 5 year...

After 2 years the TV developed a black line down the center of the TV. Now Geek Squad is saying that I need to pay to have the TV fixed even-though I bought the 5 year protection.

I bought a TV in February. In July the screen went out. I knew it was covered under the manufacturer's warranty but I also had the Geek Squad protection plan so I called Geek Squad. They replaced the TV but then informed me that my five year plan was terminated after five months and would not transfer to the new TV. They said I could have used the manufacturer's warranty and preserved the plan but they didn't tell me this beforehand so I burned the plan for nothing. The store manager said to call customer service and complain. I did but the agent did not care. I'll try Amazon next time.

Not worth it, they didnt even fix broken TV. They kept telling me to go to MFG even though warranty was expired. No help and support from Geek squad to tc of my issue.

They will sell you bad tv just to make these useless appointments, worst TV , worst store don’t waste your time.

If i could give 0 stars I would. Purchased the warranty for my TV i bought 2 years ago. The TV got incrediby bad burn in after only 2 years. Now best Buy refuses to honor the geek squad warranty. They have me listed as receiving a refund but messed it up. Now they tell me they can't honor it and have been transferring me from department to different department for over 10 days. I have every receipt required and they still refuse to help me.

Protection would be good if it covered the tv now that it’s not working, 2 years and 3 months after purchase.

Requiers a seven day. Wait to repair a TV not worth the money nor the headache not enough, geek squad members to fill the demand better off, not even buying it to begin with because they are no help

So far we have not used this service. I am sure they are good if needed.

I have always been a big believer on The Geek Squad protection plan. I purchase a premier TV LED 8 seriers Samsung and I wanted to ensure that I was being protected under Geek Squad protection plan. My kid had accident where my TV has a crack on the screen and was told that it would be replaced by customer service representative I was missed informed Once I scheduled an appointment and was told that I would be taken care of. I was excited to tell my family that it would be fixed. Come to find out later that evening the technician that was going to come out to fix my TV told me that he would charge me an additional $100 in order to take a look at my TV and he asked me what had happened to the screen. I provided to him the information as to how my screen got cracked and mention that the protection plan did not cover and if he ended up coming to my house. I would be billed an additional costs just to look at it. I appreciate the technician explaining to me my options before being billed more. I would like to provide a lower rating but it is not possible. Very disappointed on being missed inform by the customer service representative from Geek Squad that schedule my appointment. It's been over a month and half now i have not yet recived my reimbursemnet nor my extra remote that is included in the protection plan. I would think twice before buying TV protection.